publication . Doctoral thesis . 2012

Assessing service quality in business-to-business relationships within the international telecommunications carrier market.

Open Access
  • Published: 20 Aug 2012
  • Country: South Africa
M.Comm. The objectives of this study are : To determine customers' perception of service quality of international telecommunications carrier services delivered by Telkom in the business-tobusiness relationships with carriers in Europe; To establish whether differences in service quality exist among the selected business customers; To identify and examine customers' needs and expectations regarding the service delivery by Telkom; To assess how well Telkom is currently performing relative to specific customer needs and expectations; To determine some of Telkom's strengths and weaknesses
free text keywords: Service industries - Quality control, Service industries - Customer services, Consumer satisfaction, Telecommunication - Customer services
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